[DASh 2025] Ticketing Systems topic for Security Overview

config/_default/menus/main.en.yaml

@@ -6283,16 +6283,21 @@ menu:
       parent: security_platform
       identifier: security_ato_protection
       weight: 9
+    - name: Ticketing Integrations
+      url: security/ticketing_integrations
+      parent: security_platform
+      identifier: security_ticketing_integrations
+      weight: 10
     - name: Research Feed
       url: security/research_feed
       parent: security_platform
       identifier: security_research_feed
-      weight: 10
+      weight: 11
     - name: Guides
       url: security/guide
       parent: security_platform
       identifier: security_guides
-      weight: 11
+      weight: 12
     - name: Cloud SIEM
       url: security/cloud_siem/
       pre: siem

content/en/security/ticketing_integrations.md

@@ -0,0 +1,156 @@
+---
+title: Ticketing Integrations
+description: "Security ticketing integrations"
+products:
+- name: Cloud SIEM
+  url: /security/cloud_siem/
+  icon: siem
+- name: Workload Protection
+  url: /security/workload_protection/
+  icon: cloud-security-management
+- name: App and API Protection
+  url: /security/application_security/
+  icon: app-sec
+- name: Code Security
+  url: /security/code_security/
+  icon: security-code-security
+---
+
+{{< product-availability >}}
+
+{{< callout btn_hidden="false" header="Join the Preview!" >}}
+This feature is in Preview. Contact your Customer Success Manager to get access.
+{{< /callout >}}
+
+Datadog Security supports ticketing management using Datadog [Case Management][1] and third-party integrations, such as [Jira][2].
+
+Datadog Case Management is available for all security products.
+
+Notes:
+
+- If you are new to Datadog Case Management, review the [Datadog Case Management][1] documentation.
+- Review Case Management [integration with third-party ticketing tools][3]. Integrations must be set up before you can use birdirectional case management integration with Jira.
+
+
+## Case management and security products
+
+Case management is supported for all security products that use signals:
+
+- Cloud SIEM (in [Signals][4])
+- Code Security (in [Vulnerabilities][5])
+- App and API Protection (in [Signals][6])
+- Workload Protection (in [Signals][7])
+
+Open any signal in these products and use the **Create Case** button to create a case in Datadog.
+
+## Bidirectial case management with Jira
+
+This sections describe how to use your Datadog Jira integration to sync tickets between Datadog Case Management and Jira bidirectionally. 
+
+Bidirectionally synchronization enables you to update Jira tickets automatically when changes occur in Datadog, and update some Datadog information when changes occur in Jira.
+
+### Supported products
+
+Birdirectional Datadog Case Management integration with Jira is supported for the following Code Security vulnerability categories:
+
+- Libraries (SCA)
+- Static Code (SAST)
+- Secret Scanning (SDS)
+- Infrastructure as Code (IaC)
+
+### Single source of truth
+
+Birdirectional Case Management integration with Jira enables you to sync Jira tickets with Datadog cases, but Datadog is the single source of truth for issue resolution.
+
+A Datadog finding's related Jira ticket can be closed manually, but a Datadog finding remains open if Datadog cannot confirm that the issue is fixed. This restriction ensures that a finding is not closed and removed from the list of signals when someone closes a related Jira ticket.
+
+Closing a Datadog case without remediation does not close the finding either.
+
+Remediation of the finding in Datadog or defining an exception by muting the finding are the only ways to close a finding. Once the finding is remediated, its related cases and Jira tickets are closed.
+
+### Set up birdirectional case management integration with Jira
+
+The following steps set up birdirectional case management integration with Jira and use Code Security vulnerabilites to verify that setup is successful.
+
+1. Set up the following prerequisites in your Datadog account, or verify that they are set up already. The prerequisites are listed in their setup order.
+   1. A [Datadog Jira integration][2].
+   2. A [webhook for the Jira integration][8]. Configuring a webhook enables cases created in Case Management to automatically create issues in Jira and keep both resources synced.
+   3. A [new Case Management project][9]. A project is a container object that holds a set of cases.
+   4. A [Jira integration within the project][3].
+      1. Enable and configure the **Sync data between Case Management and Jira** option.
+      2. In **Title**, select **Two-way sync**.
+      3. Complete the remaining settings, and then click **Save changes**.
+2. Verify that birdirectional case management integration with Jira is working:
+   1. Open Code Security [Vulnerbilities][5].
+   2. Open any vulnerability.
+   3. Locate the **Create Ticket** option. The option is available in **Next Steps** or **Repositories** (in **Libraries (SCA)**).
+   4. Click the **Jira** tab.
+   5. Verify the **Sync with Datadog (via Case Management)** section exists.
+
+You are ready to start creating bidirectional case management tickets.
+
+If you do not see the **Sync with Datadog (via Case Management)** section, ensure that you have set up the prerequisites.
+
+### Create bidirectional case management tickets
+
+This procedure uses Code Security vulnerabilites to demonstrate how to create bidirectional case management tickets.
+
+1. Open Code Security [Vulnerbilities][5].
+2. Open any vulnerability.
+3. Locate the **Create Ticket** option. The option is available in **Next Steps** or **Repositories** (in **Libraries (SCA)**).
+4. Click the **Jira** tab. You can use a new or existing ticket. Let's look at creating new Jira ticket.
+5. In **Sync with Datadog (via Case Management)**, complete the following settings:
+   1. **Case Management project:** select a Case Management project that has [Jira integration enabled][3].
+   2. **Jira account:** select the Jira account where you want the ticket created.
+   3. **Project:** select the Jira project to use.
+   4. **Issue type:** select the Jira issue type to create.
+6. To add more fields to the Jira ticket Datadog creates, use **Add Optional Field** to add the fields.
+7. Click **Create Ticket**. 
+
+Notes:
+
+- Once you select a **Case Management project**, you can click **Edit integration** to verify that the integration is configured with **Two-way sync**.
+- Bidirectional sync with Jira is available for certain Jira ticket attributes, such as status, assignee, and comments, but not all Jira fields are available.
+
+### Manage bidirectional case management tickets
+
+Existing bidirectional Jira tickets are listed in a signal's **Ticketing** or **Next Steps** sections.
+
+Here's an example from a Static Code (SAST) signal:
+
+{{< img src="security/bidir-jira-existing.png" alt="signal with existing Jira ticket" responsive="true" style="width:100%;">}}
+
+Hover over the Jira ticket to see its details.
+
+{{< img src="security/bidir-jira-existing-hover.png" alt="signal with existing Jira ticket" responsive="true" style="width:100%;">}}
+
+Details such as assignee and status are provided along with a timeline of the Jira issue and Datadog case changes.
+
+Closed Jira tickets are green.
+
+In **Datadog Associated Case**, the related Datadog case is provided. Click the case name to open it in [Case Management][1]. 
+
+Deleting a case does not delete related Jira tickets, but deleting a case project deattaches all tickets from related signals.
+
+### Bidirectional case management facets
+
+There are several case management facets, including:
+
+- Case Key 
+- Jira Key
+- Case Status
+- Has ticket attached
+
+You can query attributes and create dashboards using these facets.
+
+
+[1]: /service_management/case_management/
+[2]: /integrations/jira/
+[3]: /service_management/case_management/notifications_integrations/#third-party-tickets
+[4]: https://app.datadoghq.com/security?column=time&order=desc&product=siem&viz=stream
+[5]: https://app.datadoghq.com/security/appsec/vm/library
+[6]: https://app.datadoghq.com/security?query=%40workflow.rule.type%3A%22Application%20Security%22&product=appsec&viz=stream
+[7]: https://app.datadoghq.com/security?query=%40workflow.rule.type%3A%22Workload%20Security%22&product=cws
+[8]: /integrations/jira/#configure-a-jira-webhook
+[9]: /service_management/case_management/projects/
+[10]: /security/ticketing_integrations/#prerequisites